Customer Support & Account Support Specialist

Amber Branstetter

417-***-**** ******************@*****.*** Crane, Missouri

SUPPORT ASSOCIATE

• Customer Support professional with over 15 years of experience in client-facing roles, consistently maintaining high satisfaction ratings across diverse industries.

• Managed account activities for a high-volume client base, successfully facilitating ~95% resolution rates for complex customer inquiries and technical issues.

• Facilitated product demonstrations and onboarding for new users, resulting in an estimated 25% increase in platform adoption and service utilization.

• Proven track record in account management and administrative oversight, ensuring streamlined workflows and efficient daily operations in fast-paced environments. WORK EXPERIENCE

Endurance Warranty Remote

Asset Protection Specialist Jan 2024 - Oct 2024

• Educated customers on product features and benefits via inbound and outbound calls to support informed purchasing decisions.

• Responded to user inquiries via email and phone support in a timely manner to ensure a positive customer experience.

• Delivered high-quality customer service by addressing individual needs and resolving issues with patience and compassion.

• Managed administrative tasks including processing customer payments and policy documentation with high attention to detail.

• Utilized multi-channel communication tools to troubleshoot customer concerns and provide digestible solutions for complex policy details.

Hear.com Miami, FL

Sales Representative Jan 2017 - Mar 2023

• Collaborated with medical staff to ensure quality patient care during all stages of device testing and fitting.

• Recommended specific devices based on unique customer needs and lifestyle to improve user satisfaction and outcomes.

• Managed complex data entry tasks including pricing, order processing, and insurance filing to ensure accurate account records.

• Educated users and families on product care and maintenance, acting as a primary resource for technical support inquiries.

• Partnered with internal teams to provide feedback on user needs, contributing to workflow optimization and improved service delivery.

Enhanced Hearing Center Springfield, MO

Practice Development Manager Jan 2014 - Jan 2017

• Conducted product demos for customers to illustrate software and hardware functionality, facilitating confident purchasing decisions.

• Maintained a professional demeanor in high-pressure situations, utilizing de-escalation techniques to resolve customer concerns effectively.

• Analyzed operational data and expenses to identify opportunities for process improvements and cost efficiencies.

• Managed product pricing strategies and monthly promotions to drive user engagement and platform growth.

• Managed proactive account management initiatives to ensure long-term client retention and satisfaction with service offerings.

Preferred Hearing Care Springfield, MO

General Manager Jan 2008 - Jan 2014

• Directed all daily operations including scheduling and inventory control while maintaining a strong focus on customer service excellence.

• Recruited, interviewed and hired qualified staff for open positions. National Hearing Centers Springfield, MO

Office Manager Jan 2000 - Jan 2008

• Maintained a consistent track record of resolving complex customer issues through effective communication and troubleshooting.

EDUCATION

Ozark Technical Community College Springfield, MO Hearing Instrument Specialist, Hearing Instrument Specialist SKILLS

Customer Support & Communication: Customer Support, Phone Support, Email Support, Chat Support, De- Escalation Techniques, Complaint Resolution

Technical & Platform Proficiency: Technical Troubleshooting, Platform Demos, Intercom, Software Support, Data Entry

Account & Operational Management: Account Management, Workflow Optimization, Administrative Tasks, Proactive Account Management, Inventory Control

Professional Excellence: Team Collaboration, Cross-Functional Communication, Calm Under Pressure, Patience and Compassion

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